Refund policy

At Protokols, we want you to feel confident in every purchase. If you need to return an order, change your subscription or report a problem with a product, we’re here to help. 

This policy applies to purchases made directly through www.protokols.co.uk, including individual products, Protokol bundles and subscription orders. Protokols is the trading name of PROTOKOLS NUTRITION LTD, company number 17267247. 

1. Standard Product Returns 

We accept returns requested within 14 days of delivery, provided the products meet the following conditions under our additional change-of-mind returns offer: 

Products must be unopened, unused, and in their original sealed packaging. All protective seals must remain intact. Products must be returned in their original condition. Proof of purchase must be provided; an order number or other reasonable evidence is sufficient. 

You may open the outer delivery packaging to inspect your order. Food supplements supplied with a protective seal for health protection or hygiene are excluded from the statutory change-of-mind right after that seal is broken only where they are genuinely unsuitable for return once unsealed. Other exclusions in this policy do not override statutory rights. 

We honour statutory cancellation rights on eligible first-time and repeat purchases. You can cancel from the time an order is placed until 14 days after the day you receive it. Where a single order is delivered in separate parts, the period normally starts after receipt of the last part. 

To request a return, contact us within 14 days of receiving your order. Once you have notified us, you have a further 14 days to send the eligible products back. A clear cancellation notice is sufficient; you do not need to wait for approval to exercise the right. 

If you purchased a product from another retailer or marketplace, please contact that retailer directly regarding its returns procedure. 

2. Returns for Subscription Customers 

We offer flexible subscriptions designed to fit your routine. 

You can cancel or amend your subscription at any time, with no minimum commitment. 

To make changes to an upcoming order, we recommend doing so at least 7 calendar days before your next scheduled order date. 

You can manage your subscription through your customer account or contact us at returns@protokols.co.uk. 

Once a subscription order has been processed or dispatched, we may be unable to cancel or amend that particular shipment. If a request arrives less than seven days before the scheduled order date, we will still stop or amend that order if it has not been processed or can reasonably be stopped. We will confirm which order is affected and when cancellation takes effect. 

Cancelling a subscription stops future renewals. It does not automatically cancel an order that has already been processed. A timely email is treated as received when it reaches us, rather than when our team reads it. 

If your subscription order has already been dispatched, you can still request a return in accordance with the eligibility requirements and statutory rights described in this policy. 

Subscription deliveries are subject to the same product return conditions as one-time purchases. For a single contract for regular deliveries, the statutory cancellation period starts after the first delivery; our additional 14-day returns offer covers eligible later deliveries. The seven-day recommendation does not shorten any statutory cancellation period or limit rights for faulty goods. 

3. Protokol Bundle Returns 

Our Protokols combine individual supplements into carefully designed routines. 

RESTORE, CLARITY, MOTION and RENEW (or any future protocol name) are eligible for returns within 14 days of delivery, provided all included products remain unopened, unused and in their original sealed packaging, without limiting statutory rights. 

For a full bundle refund, all products included in the Protokol must be returned. 

If you wish to return only part of a Protokol, please contact us before sending anything back so we can explain the applicable refund amount. For an eligible partial change-of-mind return, the returned product receives its proportionate share of the bundle price actually paid, using the component prices shown when purchased. We do not impose a hidden cancellation penalty or retrospectively remove the discount on products you keep. 

Where individual products are faulty, damaged or incorrect, your statutory rights remain unaffected. 

4. How to Request a Return 

To begin a return, email returns@protokols.co.uk with your order number, the name of the product or Protokol you wish to return, and a brief explanation of your request if you wish to provide one. 

You do not need to give a reason when exercising your statutory cancellation right. You may use the optional form below or any other clear statement, including a written notice to our registered office. 

Our team will provide return instructions and the appropriate physical returns address. Please obtain that address before posting products; the registered office is a correspondence address and is not stated to be a product returns depot. This does not make cancellation dependent on our approval. 

Please package your items securely to prevent damage during transit. We recommend using a tracked delivery service and keeping your proof of postage until your refund has been completed. Tracking is a recommendation, not a condition of a statutory refund. 

Customers are responsible for return postage on change-of-mind returns, unless otherwise agreed. We cover reasonable return postage for damaged, faulty or incorrectly supplied products. 

5. Refunds 

Once we receive your returned products, we will inspect them to confirm their eligibility without delaying a refund beyond the legal deadline. 

Refunds will be issued to your original payment method unless you expressly agree otherwise, without a refund fee. 

Where you exercise a statutory cancellation right, we will issue your refund without undue delay and no later than 14 days after receiving your returned products or receiving evidence that you have sent them back, whichever is earlier. If we offer to collect the goods, or no goods need to be returned, the deadline is 14 days after you notify us of cancellation. 

The time it takes for the refund to appear in your account may vary depending on your bank or payment provider. 

There are no restocking fees for statutory cancellations. We may deduct only a lawful amount for loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, not exceeding the price paid for them. 

Our standard UK delivery is free. For cancellation of a whole eligible order, we refund any standard delivery charge where required by law. If you paid for an upgraded service, we are not required to refund the amount above the least expensive standard delivery option we offered. 

Refunds under our additional 14-day returns offer will also be issued without undue delay and within 14 days after receipt of eligible returned goods or evidence of posting. Statutory remedies for faulty goods follow the applicable legal requirements. 

6. Damaged, Faulty or Incorrect Products 

Every Protokols product is produced with care, but if something arrives damaged, faulty or incorrect, we want to put it right. 

Please contact returns@protokols.co.uk as soon as possible, providing your order number and a description of the issue. Photographs can help us resolve the matter more quickly, but are not a mandatory condition of your statutory rights. 

Depending on the circumstances and your statutory rights, we will arrange an appropriate replacement, refund or other remedy. The Consumer Rights Act 2015 normally provides a 30-day short-term right to reject faulty goods, subject to the rules for perishable goods, and further remedies after that period. This is separate from our 14-day change-of-mind offer. 

Where a return is required because a product is damaged, faulty or incorrect, we will cover reasonable return postage costs. Opening a product or breaking its seal does not by itself remove rights relating to a fault. 

Please do not consume a product if its safety seal is broken or missing when it arrives. 

This section does not limit your rights under the Consumer Rights Act 2015. 

7. Products That Cannot Be Returned 

Under our additional change-of-mind offer, we cannot ordinarily accept supplements with protective health or hygiene seals that have been broken after delivery, products that have been opened or consumed, or products damaged or altered after delivery other than through normal inspection. 

Statutory cancellation exclusions apply only where the law permits, including the sealed health or hygiene exception explained in Section 1. Where a statutory cancellation right remains available, unnecessary handling may justify only a lawful deduction for loss in value. 

Products purchased from third-party retailers or marketplaces must be returned through the original seller. 

These exclusions do not affect your statutory rights if a product is faulty, damaged, incorrectly supplied or not as described. 

8. Contact Us 

If you have any questions about returns, refunds or subscriptions, please contact our team. 

Email: returns@protokols.co.uk. 
Website: www.protokols.co.uk.
General enquiries and privacy: info@protokols.co.uk. 

Legal seller: PROTOKOLS NUTRITION LTD, trading as Protokols. Company number: 17267247. Registered office for correspondence and written cancellation notices: Suite 482, Office 408, Screenworks, 22 Highbury Grove, London, United Kingdom, N5 2ER. Please use the physical returns address provided by our team for products. 

Please include your order number whenever possible so we can assist you efficiently.